Service Desk Administrator II

About the role:

Talent Map Global BPO, Inc. is a global talent solutions and business process outsourcing company connecting skilled professionals in the Philippines with growing North American businesses. We build dedicated offshore teams across technology, finance and accounting, marketing, and enterprise operations.

Our people-first culture is grounded in collaboration, integrity, continuous learning, and operational excellence. Team members gain meaningful exposure to international clients while building long-term careers in a supportive, performance-focused environment.

POSITION SUMMARY:

The Service Desk Administrator II provides advanced technical support and serves as an escalation point for complex IT issues. This role supports end users across hardware, software, and network environments while contributing to service desk process improvements, documentation, and mentoring of Tier I staff. The Service Desk Administrator II plays a key role in maintaining service levels, ensuring timely resolution of incidents, and supporting IT operational excellence.

KEY RESPONSIBILITIES:

1. Provide Tier II technical support for end users, resolving escalated issues related to desktops, laptops, mobile devices, operating systems, applications, and peripherals 

2. Diagnose and troubleshoot complex hardware, software, and connectivity issues across Windows and/or macOS environments 

3. Manage and resolve service requests and incidents within defined SLAs using the ITSM ticketing system 

4. Serve as an escalation point for Tier I Service Desk staff and provide guidance, coaching, and technical assistance 

5. Perform user account management including onboarding/offboarding, password resets, group memberships, and access provisioning (e.g., Active Directory, Azure AD) 

6. Support common enterprise applications such as Microsoft 365, email systems, VPNs, and collaboration tools 

7. Assist with device imaging, deployments, upgrades, and patching 

8. Create, maintain, and improve knowledge base articles, SOPs, and technical documentation 

9. Identify recurring issues and recommend solutions to improve service desk efficiency and user experience 

10. Participate in after-hours or on-call support rotations as required 

11. Collaborate with infrastructure, security, and application teams to resolve cross-functional issues 

12. Ensure compliance with IT policies, security standards, and data protection requirements 

QUALIFICATIONS:

1. Education and Experience:

   • Associate’s or Bachelor’s degree in Information Technology or a related field; equivalent relevant work experience may be considered.

   • 3–5 years of experience in IT Service Desk, Help Desk, or technical support.

   • Demonstrated experience providing Tier II technical support and resolving escalated IT issues.

   • Experience mentoring, coaching, or supporting Tier I Service Desk staff is preferred.

   • ITIL Foundation, CompTIA A+, Network+, Microsoft, or other relevant technical certifications are preferred.

2. Systems and Technical Skills:

   • Strong working knowledge of Windows operating systems and Microsoft 365.

   • Experience with Active Directory / Azure AD, user account administration, access provisioning, group memberships, and password management.

   • Experience troubleshooting desktops, laptops, mobile devices, applications, peripherals, and connectivity issues.

   • Familiarity with ITSM/ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or comparable systems.

   • Working knowledge of basic networking concepts, including DNS, DHCP, TCP/IP, and VPN.

   • Experience supporting device imaging, deployment, upgrades, patching, and configuration.

   • Familiarity with macOS and Mobile Device Management (MDM) solutions is preferred.

   • Experience supporting enterprise email, collaboration, VPN, and productivity applications.

3. Core Competencies:

   • Strong technical troubleshooting, analytical, and problem-solving skills.

   • Excellent verbal and written English communication skills.

   • Strong customer-service and end-user support orientation.

   • Ability to effectively prioritize and manage multiple incidents and service requests.

   • Strong attention to detail and documentation skills.

   • Ability to identify recurring technical issues and recommend process improvements.

   • Strong collaboration and teamwork skills across IT, infrastructure, security, and application teams.

   • Ability to coach and provide technical guidance to junior Service Desk staff.

4. Work Requirements:

   • Full-time remote position supporting business and end-user IT operations.

   • Ability to work varying shifts based on business and client requirements.

   • Ability to meet established Service Level Agreements (SLAs) and incident-resolution targets.

   • Availability to participate in after-hours or on-call support rotations as required.

   • Ability to handle escalated and time-sensitive technical incidents.

   • Must comply with applicable IT security, data protection, confidentiality, and company policies.

   • Ability to maintain accurate ticket records, technical documentation, knowledge-base articles, and SOPs.

   • Perform other related duties and responsibilities as assigned that may not be specifically stated above.

COMPENSATION AND BENEFITS:

1. Base Salary - Competitive gross basic monthly salary, commensurate with qualifications, relevant experience, and technical expertise.

2. Night Shift Differential - Provided in accordance with applicable Philippine labor requirements and company policy.

3. Statutory Benefit s - SSS, PhilHealth, Pag-IBIG, 13th-month pay, and applicable holiday pay in accordance with Philippine law.

4. Allowances - Applicable de minimis or work-related allowances, subject to company policy and employment terms.

5. Health Coverage - HMO coverage subject to the eligibility date and terms stated in the employment offer and company. policy.

6. Paid Leave - Vacation and sick leave benefits subject to eligibility, accrual rules, and company policy.

Talent Map Global BPO, Inc. is committed to fair and inclusive employment practices. Qualified applicants will be considered based on role-related skills, experience, and business requirements. Personal information submitted during recruitment will be handled in accordance with applicable privacy requirements and company policies.

IMPORTANT NOTICE:

This job description summarizes the role's principal responsibilities and requirements. It is not an exhaustive list, and duties may be adjusted based on client needs and business priorities. Compensation, benefits, work arrangement, shift, and employment terms remain subject to the final written offer and applicable company policies.